Q-DC SLA

1. Scope

The SLA applies to active and paid Q-DC services. Parameters depend on the product, facility and support level. Individual order terms prevail.

2. Support channels

An incident is registered through a billing ticket or another agreed channel. Response time starts when Q-DC receives the service number, symptoms and a working contact.

For emergency priority, state the business impact and basic checks already completed. Multiple messages about one event do not create separate incidents.

3. Request priorities

First-response and update targets for each priority are stated in the plan or quotation. A response means work has started, not that resolution must occur in the same interval.

• P1 — the service is fully unavailable or there is a critical risk to multiple machines.
• P2 — material degradation, loss of some functions or component failure without complete outage.
• P3 — routine question, configuration change, consultation or scheduled work.

4. Service availability

Availability is calculated per calendar month for the specific service, excluding agreed maintenance windows and the exclusions below.

Measurement is taken from Q-DC or facility infrastructure. An application outage while the server and network remain available is not an infrastructure outage.

5. Server provisioning

Provisioning is tracked against the date or window specified for the order. A provisioning schedule is separate from the availability of an active service.

For 10 or more servers, the quotation must state identical stock, first-batch timing, partial-delivery schedule, substitutions and billing start.

6. Hardware failure

After hardware failure is confirmed, Q-DC arranges diagnostics, component replacement or service migration. The target depends on facility, spare stock and support level and is stated in the order.

An SLA does not replace resilient design. Critical workloads should use a cluster, standby server, replication and tested backups.

7. Network and DDoS

Each configuration states whether the port is guaranteed, shared or unmetered. Unlimited traffic does not by itself guarantee throughput.

Filtering, rate limits or short-term blocking may be applied during attacks or network threats. Protection parameters and acceptable traffic must be agreed separately when critical.

8. Scheduled maintenance

Scheduled work supports updates, repairs and resilience. Q-DC aims to give advance notice and minimise impact. Emergency work may start without waiting where delay increases risk.

9. Exclusions

• Customer-side configuration, overload, attacks or errors.
• Actions by the Customer, contractors or account users.
• Scheduled work within an agreed window.
• Events outside controlled infrastructure, including external networks, DNS, registries, third-party APIs and power beyond the protected perimeter.
• Restriction caused by a violation, lawful order or continuing security threat.
• Force majeure under applicable law.

10. Service credits and claims

The service-credit amount, availability threshold and liability cap are stated in the plan or individual SLA. No credit is automatic without an agreed metric.

Submit a claim through billing with the service number, event start and end, and impact. Q-DC checks the facility logs and responds after review.